When logging new requests, please provide as much detail as possible. e.g. If you see an error message in Arlo, try to describe the exact steps that led you to that error. Also, include the URL's (website link) of the pages you refer to in the ticket and provide screenshots wherever possible.

Log in to Arlo Support and submit a support ticket. You can also review the status of your existing tickets. Note: To access this you will need to set up an Arlo helpdesk account which is separate from your normal Arlo account.

Support levels and response times

We aim to resolve support queries as soon as possible. We will respond to all queries within the following timeframes according to your support plan. Sometimes a query cannot be resolved within these time-frames, for example when some custom development needs to be implemented, however, we will let you know when this is the case.

Email support

Email support for all users with a 4-8 hour* response time to emails.

Phone support (Enterprise only)

Phone support for all users with a 4-8 hour* response time to calls.

Phone support available for nominated users within your organisation, up to 2 hours per month.*Business hours (8 AM - 5:30 PM NZST and 8.30 AM - 5 PM GMT), not including public holidays.